May 2021

Hey Community Members!

May has come and gone; and as we enter summer, we wanted to take a look back. Starting this month, we will be sharing with you a monthly recap of our workforce engagement releases. Each month we will outline the features and capabilities released, as well as give you some insight into special functionalities, upcoming events, and other ways you can engage with our Product Management team. Stay tuned to learn more about Genesys Cloud Workforce Engagement Management and watch how this visionary solution comes together to provide the most innovative solution to elevate the Employee Experience.

Last month we saw the release of features to improve quality management, coaching, and workforce planning. Check out what’s been released in each of our key disciplines:

Introducing Topic Manager and Topic Spotting. This feature grants Master Admins the ability to create, edit and delete Programs, Topics and phrases, which enables our Speech & Text Analytics subsystem to recognize business intent* and automatically tag topics. This allows them to be searched and displayed in the interaction overview user interface. Learn more: What’s a topic? What are topics used for? Are there out-of-the-box topics? With the launch of this feature Admins can select, from the 39 out-of-the-box pre-existing topics to expand their data understanding and classification.

If you want to learn more about upcoming releases, feel free to reach out to the Product Management team and schedule a chat.